G Defining Best Practice in Next Generation Billingg - (or how best to get there)

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Defining Best Practice
in Next Generation
        G
Billing
      g
(or how best to get there)

Tony Poulos
Head or Revenue Management Sector
Market pressures and
                                                           operator responses

                                                          Operatting costts

                                                                                                e
                                                                                         perience

                                                                                                                         vation

                                                                                                                                  Cycle times
                         Compettition
             es

                                                                                  omer Exp

                                                                                                            Servicce innov
        Volume

                                                                                                                                        t
                                             Prices

                                                                                                    Churn
                         C

                                                                              Custo
Market change                                             Management response

Copyright TeleManagement Forum 2009 All Rights Reserved
TM Forum - here to help

       • World
         World'ss premier industry group focused on helping drive business effectiveness
       • Over 740 member companies with people in 85 countries
Who    • Over 100,000 people registered on website

       • Focus on reducing opex; improve customer retention; improve time-market for new
         services
       • Industry collaboration; best practices; standards; conferences,
                                                            conferences training
                                                                         training, research
                                                                                   research,
What     publications

       • How to use advanced IT to automate end-end
                                               end end business processes and enable new
         services
       • Collaboration between full digital media value chain service providers; integrators,
How                                pp
         hardware and software suppliers
Need to drive profitability by
  managing
         i iin 3 di
                 dimensions
                          i

        • Cut operating
               p      g costs
        • Reduce customer churn
        • New service revenues
But operational complexity
                                                          can get you tied up in knots
      Rapid market growth – many
      short-term ‘fixes’

                                                                        Poor
      Mergers and acquisitions                                     operational
                                                                    p
                                                                     agility /
      Large legacy base
                                                                 l
                                                                slow  tto respond
                                                                                d
                                                                   to change
      Fragmented investment
      strategies

Copyright TeleManagement Forum 2009 All Rights Reserved
Back-office systems and
                                                                      process problems
               Cut                                                                         Lack of end-
                                                                                                   end-   Disjointed &
                                                          High operating Lack of process
            operating                                         costs        automation
                                                                                           end process    inadequate
              costs                                                                         ownership       systems

            Improve
           customer                                                      Poor customer     ‘Stovepipe’
                                                                                           ‘St    i ’        Inaccurate
                                                           High churn
          experience/                                                                        systems          customer
                                                              rates         service
                                                                                                            information
             reduce
              churn

           Increase                                          Long         Inflexible &
                                                                           disjointed      Fragmented ‘Hardwired’
                                                                                                        ‘H d i d’ &
         innovation/                                        product
                                                                                           departmental   inflexible
                                                            launch          business
        reduce cycle                                        cycles         processes         ‘islands’    systems
             time

Copyright TeleManagement Forum 2009 All Rights Reserved
Need a clear target to focus business
                                              operations

                                     Integrated
                                      Business
                                    Architecture

•Simplify complexity
• Integrate
  I t     t andd automate
                   t   t
  business processes
• Share
  Sh     information
         i f     ti across
  company
How do you get there?
Define your own target:
• Takes a long time
• Costs a lot of money
• Have to pay custom prices to suppliers

Adopt
   p a supplier’s
         pp       target
                     g                               Integrated
• Lock-in                                             Business
                                                    Architecture
• Hostage to fortune
• Not supported by other suppliers of SI’s

Adopt the industry
standard target:
• Readily available, free to members
• Complete and widely backed
• Training, support and eco system available
Won’t we end up the same
                       as everyone else?
                                     l ?

No, the TM Forum business
No
architecture is flexible and modular
Service oriented approach

A service-
  service-oriented approach is like
using building bricks
The modules are standard, but you
assemble them in a unique way

So you get the advantages of
standardization and none of the
disadvantages
Ready built,
                                                                                                   industry defined,
                                                                                                   service oriented,
                                                          Integrated Business Architecture        target architecture
                                                                                                      for creating,
                                                                                                     delivering and
                                                                                                   monetizing digital
                                                                                                        services

                                                          Business
                                                          Process                   Information
                                                          Framework                 Framework
                                                                      Integration
                                                                          g
                                                                      Framework

                                                                      Application
   It has a wide                                                      Framework                    This approach
      range of                                                                                     delivers faster
    supporting                                                                                     results and at
      services ,                                                                                  lower cost than
   availability of                                                                                custom designs
COTS systems and                                                                                   with
                                                                                                     ith far
                                                                                                         f lower
                                                                                                             l
trained developers                                                                                whole life costs
Copyright TeleManagement Forum 2009 All Rights Reserved
Integrated Business Architecture

          Business                     IInformation
                                          f    ti
          Process                       Framework
          Framework
                         Integration
                             g
                         Framework

                         Application
                         Framework

Multiple layers of abstraction and tools allow organizations to
 better understand how to optimize process steps, end‐end.
                 p of TM Forum’s benchmarkingg services,,
     With the help
bottlenecks can be pinpointed . Version 8.0 is aligned with the
                     IT best practice, ITIL.
Integrated Business Architecture

          Business                   IInformation
                                        f    ti
          Process                     Framework
          Framework
                       Integration
                           g
                       Framework

                       Application
                       Framework
 Data
 D  t iintegration
         t    ti isi att the
                         th heart
                             h t off automating
                                       t    ti processes and
                                                           d
 improving the customer experience. A common information
framework allows information from conformant systems to be
   easily shared and a common reference point for mapping
               information held in legacy systems
Integrated Business Architecture
               The Application Framework provides a common language
               between service providers and their suppliers to describe
              systems and their functions and a common way of grouping
                them. The Application Framework relates closely to the
                processes described in the Process Framework and the
                Business Services and API’s contained in the Integration
                      Business        Framework.Information
                                                 I f      ti
                      Process                     Framework
                      Framework
                                    Integration
                                        g
                                    Framework

                                    Application
Comprehensive, Application          Framework
Framework defining a common
approach to specifying systems
functionality and naming systems
Integrated Business Architecture

             Business                  IInformation
                                          f    ti
             Process                    Framework
             Framework              Comprehensive, service‐oriented
                            Integration
                                g integration framework with
                            Framework common business services and
                                      defined API’s

                            Application
                            Framework
  Modern,
  M   d     service‐oriented
                i     i t d iintegration
                               t     ti approach  h with
                                                     ith pre‐defined
                                                             d fi d sets
                                                                       t off
   business services; pre‐built API’s and tools allows rapid and simplified
   integration of systems in the process automation chain. It also defines
relationships between the Frameworks to ensure that implementations can
                       leverage the whole architecture
Support
                        Benchmarking
                           reports                           Conferences

                                                                           Industry
            Benchmarking       Integrated Business                         Research
              services
                                   Architecture                             reports

  Comprehensive                                                                 Whit papers
                                                                                White
     website                             Information
                       Business
                                         Framework
  Training &
                       Process                                                        Webinars
  certification        Framework Integration
                                           Framework
                                                                                      Procurement
                                                                                       templates
                                                                                           p
Implementation
 methodology
                                          Application
                                          Framework                                Online
          Developer                                                              communities
         eco-system

                   Software
                  downloads                                           Best practice
                                                               Revenue guides
                           Developer              Catalyst    assurance
                             tools Product technology         handbook
                                  certification incubators
Support
                        Benchmarking
                           reports                           Conferences

                                                                           Industry
            Benchmarking
                                                                           Research
              services
                            TM’ Forum’s wide                                reports

  Comprehensive
     website
                           range off supporting
                                             i                                  Whit papers
                                                                                White

                               services help
  Training &
  certification              reduce the risks,
                                         risks                                        Webinars

                           costs and timescales
Implementation
                           of service p
                                      providers                                       Procurement
                                                                                       templates
                                                                                           p
 methodology
                              transformation
          Developer
                                 programs                                          Online
                                                                                 communities
         eco-system

                   Software
                  downloads                                           Best practice
                                                               Revenue guides
                           Developer              Catalyst    assurance
                             tools Product technology         handbook
                                  certification incubators
Leveraging Cloud                                          Support
Services
                                         Benchmarking
                                            reports                           Conferences
Managing New                                                                                Industry
                             Benchmarking
Technologies                   services
                                                                                            Research

                                             TM’ Forum’s wide                                reports

Managing           Comprehensive
                      website
                                                Across
                                            range         these i
                                                    off supporting                               Whit papers
                                                                                                 White
New Services
                                            generic   capabilities,
                                                services   help
Defense
                   Training &
                   certification
                                            we   run industry‐led
                                              reduce          y
                                                        the risks,
                                                            risks                                      Webinars

sector                                         initiatives
                                            costs           that
                                                   and timescales
Cable/ MSO     Implementation
                                            ofaddress
                                               service p specific
                                                         providers                                     Procurement
                                                                                                        templates
                                                                                                            p

sector          methodology                   concerns     of our
                                               transformation
                                                   members
                                                   programs                                         Online
                                                                                                  communities
Revenue                    Developer
                          eco-system
Management
                                    Software
                                   downloads                                           Best practice
Enhancingg Customer                                                             Revenue guides
                                            Developer                          assurance
Experience                                                         Catalyst
                                              tools Product technology         handbook
                                                   certification incubators
Leveraging Cloud                                          Support
Services
                                         Benchmarking
                                            reports                           Conferences
Managing New                                                                                Industry
                             Benchmarking
Technologies                   services
                                                  Integrated Business                       Research
                                                                                             reports
                                                      Architecture
Managing           Comprehensive               Across these                                      Whit papers
                                                                                                 White
New Services          website
                                                            Information
                                           generic capabilities,
                                        Business
                                                            Framework
                   Training &           Process
                                           we run industry‐led  y                                      Webinars
Defense
                                        Framework
                   certification
sector                                        initiatives    that
                                                    Integration
                                             addressFramework
                                                         specific                                      Procurement
Cable/ MSO     Implementation
                                                                                                        templates
                                                                                                            p

sector          methodology                  concerns      of our
                                                   Applications
                                                 members
                                                   Framework                                        Online
                                                                                                  communities
Revenue                    Developer
                          eco-system
Management
                                    Software
                                   downloads                                           Best practice
Enhancingg Customer                                                             Revenue guides
                                            Developer                          assurance
Experience                                                         Catalyst
                                              tools Product technology         handbook
                                                   certification incubators
Huge opportunities
           and
             d change
                h      are
              unfolding

                                         Successful players will be
   …move fast                                  those who…

  …have leaders                          …arm
                                          arm themselves with
  who can drive                               knowledge
    change
                       www tmforum org
                       www.tmforum.org     …learn
                                            l     ffrom others
                                                          h
…have clear and
 focused plan                                …have a clear vision
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